You are here

Home » Support

Software Maintenance

1.  Software Maintenance For On-Premise Customers

An on premise customer is one where the EzeScan software has been installed directly onto the customers own servers and computers located at their office, or in the customers private cloud.

1.1 How does a customer know if they are under active software maintenance cover?

  • If you have paid EzeScan for an Annual Software Maintenance (ASM) renewal invoice that covers the date that you are requesting support, you are under active software maintenance cover.
  • If you have paid EzeScan a subscription fee to use EzeScan software for either 12,24,36 or 60 months that covers the date you are requesting support, you are under active software maintenance cover.
  • We don't provide software maintenance services to customers who are not under active cover. Paying customers are our highest priority.
  • If you are not under active cover and still require help, then you should take steps to renew your software maintenance cover as soon as possible. Please talk to our sales team.

1.2. What does the software maintenance component cover?

Software maintenance entitles customers:

  • to request product support assistance to rectify something that was working and is now not working.
  • to lodge those support requests by phone or email (cloudsupport@ezescan.com)
  • to suggest product enhancements. The implementation of enhancements is solely at Outback Imaging's discretion.
  • to request the transfer of an EzeScan license from one PC to another (with a maximum of one license transfer per year), conditions apply.
  • to request to purchase upgrade modules to add to their existing EzeScan Software.
  • to download installation media and patch updates from the support website.
  • From time to time Outback Imaging at its discretion will post new application versions of EzeScan software on the EzeScan website.
  • Customers with software maintenance cover are entitled to upgrade to the latest released version of EzeScan (5.0).

1.3. What does the software maintenance component not cover?

  • Reconfiguration of the software to add extra functionality after UAT signoff.
  • Attendance on the customers site.
  • The provision of extra training after UAT signoff.
  • Attending Agile Scrum Meetings hosted by customers.
  • Requests to provide additional site specific documentation after UAT signoff.
  • Support requests relating to scanners, integration connectors that have been made 'End of Life' (EOL).
  • Support requests for prior versions of EzeScan (4.3, 4.2, 4.1, 4.0 and 3.0) that have been made 'End of Life' (EOL). (Customer under ASM cover will need to upgrade to EzeScan 5.0 first.)
  • Customers may request a quote for extra support services for the items listed above that are not included in software maintenance cover..
  • Please contact our sales team for further assistance.

1.4. How are support requests managed?

  • Outback Imaging will respond to all customer software maintenance  requests using email or phone service.
  • Support cases are logged in our software case management system. The customer's support issue will be assigned a case tracking number.
  • Each support case is assigned a priority number from 1 to 4.
  • All support services are delivered remotely, never on site.
  • Support cases are triaged by the support team, with level 1 cases given the highest priority based on first in, first to be responded to.
  • We will need to remotely access the EzeScan software on the customer site.
  • Remote support will require the use of our www.gotomeeting.com meeting service.
  • Failure to grant us remote access will results in delays that will impede our ability to solve your issue in a timely manner.

1.5. What are the support help desk hours?

  • Australia/NZ Support help desk hours are 8.30 am to 5pm AET, Monday to Friday excluding public holidays.
  • UK/Europe Support help desk hours are 8.30 am to 5pm GMT, Monday to Friday excluding public holidays.
  • USA/Canada Support help desk hours are 8.30 am to 5pm EDT, Monday to Friday excluding public holidays.

Here's how to contact Support.

 

2.  Software Support For EzeScan Cloud Customers

An EzeScan Cloud customer is one where the EzeScan software has been installed by Outback Imaging directly into its own cloud hosting service.

These solutions are installed with a pre-set configuration that is signed off on by the customer during the UAT phase of the solution deployment.

Software support in Cloud relates to keeping the customer hosted Cloud site online with an uptime goal of 99.5% or better.

2.1 How does a customer know if they are under active software maintenance cover?

  • If you have paid a subscription fee to use EzeScan Software for either 12,24,36 or 60 months, and EzeScan has received your subscription payment that covers the date you are requesting support for, you are under active Support Maintenance coverage.

2.2. What  does the software maintenance component cover?

Annual Software Maintenance entitles customers:

  • To request product support assistance to rectify something that was working and is now not working.
  • Support requests can be submitted by phone or email (cloudsupport@ezescan.com)

2.3. What does the software maintenance component not cover?

  • Reconfiguration of software functionality after UAT is not covered as part of ASM.
  • On-site assistance is not covered as part of ASM.
  • Training is not covered as part of ASM.
  • Customers may request a quote for extra support services for the items listed above that are not included in software maintenance cover..
  • Please contact our sales team for further assistance.

2.4. How are support requests managed?

  • Outback Imaging will respond to all customer support requests using email or phone service.
  • Support cases are logged in our software case management system. The customer's support issue will be assigned a case tracking number.
  • Each support case is assigned a priority number from 1 to 4.
  • Support cases are triaged by the support team, with level 1 cases given the highest priority based on first in, first to be responded to.
  • We will access our Cloud platform to rectify the support issue.

2.5. What are the Cloud support help desk hours?

  • Australia/NZ Support help desk hours are 8.30 am to 5pm AET, Monday to Friday excluding public holidays.
  • UK/Europe Support help desk hours are 8.30 am to 5pm GMT, Monday to Friday excluding public holidays.
  • USA/Canada Support help desk hours are 8.30 am to 5pm EDT, Monday to Friday excluding public holidays.

Here's how to contact Support.